Updated ICH CAHPS Telephone Scripts for the 2020 Spring Survey
folder_openChanges to Survey Materialscalendar_todayPosted January 15, 2020

The ICH CAHPS Coordination Team is currently in the process of updating the ICH CAHPS Survey Administration and Specifications Manual, Version 8.0, and would like to give early notification to ICH CAHPS Survey vendors of the following minor change that will be made to both the English and Spanish ICH CAHPS Survey Telephone Scripts. The change and the reason for the change is described below.

1. INTRO1 and INTRO3: Updated the skip instructions for response option 4 MENTALLY/PHYSICALLY INCAPABLE to display as “[GO TO Q_REF AND CODE AS MENTALLY/PHYSICALLY INCAPABLE]”:
1. Original skip instructions: 4 MENTALLY/PHYSICALLY INCAPABLE → [GO TO Q_END AND CODE AS MENTALLY/PHYSICALLY INCAPABLE]
2. Updated skip instructions: 4 MENTALLY/PHYSICALLY INCAPABLE → [GO TO Q_REF AND CODE AS MENTALLY/PHYSICALLY INCAPABLE]

This change has been made so that when a telephone interviewer is speaking to a person who is not the selected sample patient, and learns that the sample patient is unable to complete the survey due to being mentally or physically incapable, the interviewer is routed to a screen that simply thanks the speaker for their time and to have a good day/evening.

The revised final ICH CAHPS Survey telephone scripts in both English and Spanish will be made available on the ICH CAHPS website in early February 2020.

All ICH CAHPS Survey vendors must make this change in their telephone script before the 2020 ICH CAHPS Spring Survey begins in April 2020. At this time, this is the only revision expected in the ICH CAHPS telephone script; however, survey vendors will be notified should other changes be required.

Please contact the ICH CAHPS Survey Coordination Team at 1-866-245-8083 or via email at ichcahps@rti.org if you have any questions.